AI Customer Service on the Phone
A large share of customer service calls are the same handful of questions. Vocanta answers those from the information you provide, and hands over the calls that genuinely need a person.
Routine calls crowd out the important ones
Opening hours, location, availability and status questions occupy the same queue as the customers who need real help. Everyone waits longer than they should.
- Repeat questions consume trained staff time
- Queues grow at predictable peaks
- Customers hold for answers they could have had instantly
- Follow-up requests get lost between calls
Answer the routine, escalate the rest
Vocanta works from the knowledge you configure. When a question falls outside it, the agent says so and follows your escalation path rather than improvising.
- Step 01Understand the question
The caller explains the issue in their own words.
- Step 02Answer from configured knowledge
Responses come from the information you have supplied, not from guesswork.
- Step 03Escalate when needed
Transfer, message or callback, with the reason recorded.
- Step 04Record the interaction
A written record so your team can follow up properly.
What you get
The agent answers from what you give it and declines what it does not know.
Where required, the agent identifies itself as AI.
You define which topics must always reach a person.
Customers get a time rather than an open queue.
Read what was said and tune the workflow accordingly.
The same voice and manner on every call.
Where businesses use it
- Opening hours, location and availability questions
- Order, booking and appointment status enquiries
- First-line triage before a specialist call
- Out-of-hours support intake
- Overflow during peak periods
AI answers first. People take over when it matters.
Vocanta is not designed to replace your team. You decide which situations must reach a person — and when a caller asks for one, or the enquiry falls outside the configured scope, the agent says so plainly and follows your escalation rule: a transfer, a message with a callback time, or an agreed follow-up. The reason for every escalation is recorded.
How we handle your call dataQuestions we get asked
What happens when the AI cannot answer a question?
It says so plainly rather than guessing, and then follows the fallback you configured: transferring to a member of your team, taking a message with a callback time, or agreeing a follow-up. The caller's details and the reason for the escalation are recorded.
Does the agent tell callers it is AI?
Where required by law, yes — and you can choose to disclose it on every call. Vocanta's position is that callers should not be misled about who they are speaking to.
How quickly can we go live?
Setup starts with a short call to agree which calls Vocanta answers, the questions it asks, and where each outcome should go. You then choose the voice in the Voice Studio and we test the flow on your own example enquiries. Most businesses are answering live calls within a few working days, with no engineering work needed from your side.
How much does it cost?
Plans start at £250 per month and are priced by the amount of call time you need rather than by seat, billed monthly or annually with a 20% saving on annual billing. Extra call time can be added at any point and you can change plan monthly.
How is our call data handled?
Call data and contact details are transmitted over TLS and stored encrypted at rest, inside an access-controlled workspace, and integration credentials are handled server-side rather than in the browser. You can export contacts and call outcomes at any time or ask us to delete your workspace data, and a Data Processing Agreement is available on request. Vocanta does not currently hold SOC 2, ISO 27001 or HIPAA certification.
Keep reading
Hear it answer a call like yours.
A 20-minute demo: we walk through your inbound calls, show the agent handling one of them, and tell you plainly what it will and will not do.